Questions, Answered Simply
Helpful information about shipping, returns, payments, privacy, and shopping with us.
DELIVERY INFORMATION
Shipping
Where do you ship?
We currently provide standard shipping to supported destinations worldwide.
Our standard shipping service follows the same shipping fee structure for supported destinations. Remote, rural, island, or difficult-to-service addresses may require additional transportation time without changing the standard shipping fee.
For delivery-address assistance, customer support is available at support@duvnexo.com or through our Contact Us page.
How much does standard shipping cost?
We apply one standard shipping fee of €4.99 per order to supported destinations worldwide.
Separate regional standard shipping rates and regional free-shipping thresholds do not apply unless otherwise expressly stated on our website.
How long does order processing take?
Orders are generally processed within 1–4 business days after successful payment confirmation.
Processing time is separate from shipping time and does not include weekends or public holidays.
How long does standard shipping take?
Standard shipping may take up to approximately 30 days after dispatch.
Actual delivery time may vary depending on the destination address, carrier operations, customs procedures, local transportation conditions, weather, public holidays, and other circumstances affecting delivery.
Does shipping cost more for remote addresses?
No separate standard shipping rate is applied to supported remote or difficult-to-service addresses. The standard shipping fee remains €4.99.
These addresses may require additional transportation time because of carrier routes, local delivery schedules, geographical conditions, or other operational factors.
Do you offer expedited shipping?
Expedited shipping may be available for certain orders upon request. It is separate from our standard shipping service and may carry an additional charge.
The expedited shipping fee may vary depending on the destination, available carrier, package characteristics, and requested delivery speed.
How can I track my order?
Once tracking information becomes available, shipping details may be provided for the order.
Available shipment updates may also be viewed through our Track Order page.
Will I need to pay customs duties or import taxes?
Orders delivered across borders may be subject to customs duties, import taxes, VAT, brokerage charges, or similar fees imposed by local authorities.
Unless otherwise stated during checkout, these charges are separate from our standard shipping fee and are the responsibility of the recipient.
AFTER YOUR ORDER ARRIVES
Returns & Refunds
What if my order arrives damaged or incorrect?
If a decorative ornament arrives damaged, incorrect, defective, or with another delivery-related issue, customer support is available to review the circumstances.
We ask that these issues be reported within 48 hours of delivery. Order information and clear photographs of the item and packaging, where applicable, can help us review the matter promptly.
What is the return period?
Eligible decorative ornaments may be returned within 30 days of receiving your order.
Return requests submitted outside the applicable 30-day return period cannot be accepted unless otherwise required by applicable law.
Can I inspect an item after delivery?
Yes. Decorative ornaments may be carefully unpacked and reasonably inspected to confirm their appearance, dimensions, finish, and general condition.
Reasonable inspection alone will not affect return eligibility.
What condition should a returned item be in?
Returned decorative ornaments should remain clean and resalable and should not show scratches, chips, cracks, stains, moisture damage, deformation, unauthorized alteration, excessive handling, or other conditions that materially affect their original appearance or resale condition.
Original packaging, protective materials, accessories, and included components should be returned where applicable and reasonably available.
Who pays return shipping costs?
For returns based on personal preference, appearance preference, change of mind, or another reason unrelated to an error or defect, the applicable return shipping cost is generally the customer's responsibility.
If an incorrect, damaged, or defective item or another verified issue is attributable to us, we will cover the applicable return shipping cost.
How long does a refund take?
Once an eligible return has been received, reviewed, and approved, the refund will be issued to the original payment method within 7 business days.
Additional posting time may depend on the bank, card issuer, PayPal, or other payment provider involved.
CHECKOUT & SECURITY
Payment
Which payment methods are accepted?
Depending on availability at checkout, accepted payment methods may include Visa, Mastercard, Giropay, PayPal, Apple Pay, American Express, Google Pay, and Discover.
Payments may be processed through Stripe or PayPal, depending on the selected payment method.
What currency is used at checkout?
Transactions through duvnexo.com are processed in EUR.
If a payment account uses another currency, the relevant bank or payment provider may apply its own currency conversion rate or fee.
How is payment information protected?
Our website uses HTTPS and SSL/TLS encryption to help protect information transmitted between the browser and the website.
Payment processing may also use tokenization, fraud screening, applicable PCI-DSS security controls, 3D Secure, or Strong Customer Authentication where applicable.
We do not directly store complete payment card numbers or card security codes such as CVV or CVC on our website.
YOUR INFORMATION
Privacy
How long is personal information retained?
We generally retain personal information collected through our website for 1 year from collection or the most recent relevant transaction or interaction.
Certain records may be retained longer where required by applicable tax, accounting, payment, fraud-prevention, regulatory, dispute, or other legal requirements.
Read Privacy PolicyPOLICIES & ASSISTANCE
More Information
Need complete policy details?
More detailed information about shipping, returns, payments, privacy, and website terms is available through the policy pages listed here.
For order-specific assistance, customer support is available at support@duvnexo.com.